Location
London

Hours
Hours negotiable based on operational needs, including night shifts as required

Salary
Negotiable

About the Role
Join Raffles London at The OWO and The OWO Residences by Raffles, a flagship luxury destination featuring 120 rooms and suites in the iconic Old War Office building, alongside 85 branded residences, 12 distinct restaurants and bars, the Guerlain spa and Pillar Wellness, and a grand ballroom seating 600 guests.

As a Retail Experience Executive, you will be a key ambassador within the spa and wellness department, responsible for delivering an exceptional and immersive retail experience that reflects the heritage, artistry, and innovation of the Guerlain House. Your role is vital in elevating the retail and guest journey through luxury service, education, and operational excellence, ensuring every interaction embodies a refined, white-glove standard.

Key responsibilities include acting as a brand ambassador for Guerlain, delivering expert knowledge and personalised consultations on skincare, makeup, and fragrance, designing and refining SOPs to ensure a seamless guest journey, and championing a culture of white-glove service. You will educate and inspire spa team members through ongoing training, host elevated retail events and masterclasses, manage retail operations including stock control and visual merchandising, build meaningful client relationships using CRM data, provide concierge support, and support wider spa operations and events.

This role requires a passion for skincare, makeup, and fragrance, excellent communication and organisational skills, and a strong commercial mindset to thrive in a luxury environment focused on storytelling, service excellence, and performance.

Experience
- Proven experience within luxury retail, beauty, or spa environments, ideally with premium or heritage brands
- In-depth knowledge of skincare, makeup, and fragrance
- Demonstrated success in achieving and exceeding retail KPIs with strong commercial awareness
- Experience delivering training or coaching team members
- Previous experience hosting luxury events, masterclasses, or client activations
- Strong understanding of luxury service standards and white-glove guest experience
- Experience in stock management including stock takes, ordering, and inventory control
- Confident managing client relationships using CRM systems
- Excellent written and verbal communication skills, including handling telephone and email enquiries and bookings
- Highly organised with strong attention to detail and ability to manage multiple priorities in a fast-paced environment
- Flexible and collaborative approach with willingness to support wider team needs

About you
You are a confident communicator, natural educator, and refined host with a meticulous eye for detail and a strong commercial mindset. You thrive in a luxury environment where storytelling, service excellence, and performance combine to deliver exceptional guest experiences. You are passionate about skincare, makeup, and fragrance and enjoy inspiring both clients and colleagues.

Qualifications
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards is desirable
- Knowledge of health and safety procedures relevant to the role
- Ability and willingness to work night shifts as required
- Commitment to uphold the highest standards of safety, guest care, and operational excellence